Customer Success Manager- EMEA

We are looking for an English and German speaking Customer Success Manger (CSM) to become an integral part of our Customer Success team. As a CSM, you will lead the customer through their journey at Dot Compliance, facilitate adoption and ensure engagement. You will be working in collaboration with the customers and closely with our services, support, product, and sales teams.

Since 2016, Dot Compliance has been helping hundreds of companies navigate the ever-changing landscape of implementing electronic quality management systems. Dot Compliance is a cloud based, innovative software company, and our product allows life science customers to manage their quality and compliance processes electronically.

We are a team of top experts in enterprise software technology, quality and compliance regulation, and process engineering.

Our ideal candidate should be passionate about learning innovative technologies, organizing information / data, working according to procedures and regulatory requirements, and keen on becoming a part of a growing and dynamic team. You will succeed in this role if you are a problem solver that likes to work with people to derive the best solution for both the customer and Dot. Customer success is our top value, and this role requires individuals to be customer service oriented.

Responsibilities:

• Maintain consistent and consultative interactions with customers via email, web meetings, and where appropriate in-person meetings.
• Ensure understanding of customer’s health, overall solution usage, successes, and challenges with Dot Compliance.
• Reduce customer churn through identification of potential risk and development of risk mitigation plans.
• Nurture customer relationships built on advocacy, loyalty, and trust.
• Utilize available software tools to maintain up-to-date customer records.
• Manage and negotiate renewal opportunities.
• Drive overall customer satisfaction through strategic action derived from surveys, emails, direct interaction, and user sessions such as workshops or webinars.
• Develop and execute customer engagement/success plans with the intent to retain and generate additional expansion opportunities.
• Collaborate with other departments as necessary to support the customer’s success and satisfaction.
• Collaborate and lead initiatives to build resources, material, and tools to assist with customer value realization and adoption.
  
  

• Knowledge of Salesforce administration or development.
• Knowledge in QA or software validation.
• Knowledge of the life science industry.
• Knowledge of the life science industry.